CHIEF, CUSTOMER EXPERIENCE PORTFOLIO OFFICE

Defense Information Systems Agency; Washington; On-site; USD 126,000 - 164,000; Full time

Job summary

Defense Information Systems Agency (DISA) seeks a senior leader to manage a portfolio of customer-facing technology and service capabilities, aligning investments with mission outcomes and ROI. The role directs planning, budgeting, and performance measurement, building a high-performing, customer-focused organization capable of navigating complex priorities and delivering secure hybrid cloud solutions.

You will mentor managers, build partnerships with stakeholders, and present data-driven

Qualifications

• U.S. citizen with ability to obtain security clearance (Top Secret/SCI).
• Experience leading strategic IT portfolios with cross-functional teams.
• Strong data-driven decision making and performance management skills.

Responsibilities

• Lead a portfolio of customer-facing technology and service capabilities to maximize mission value and ROI.
• Define customer experience strategy, priorities, and performance measures.
• Direct planning, budgeting, and allocation of resources across the portfolio to improve performance and manage risk.
• Define and monitor KPIs including customer satisfaction, adoption, retention, cost, and portfolio value.
• Use data, dashboards, and trend analysis to identify issues and recommend improvements.
• Develop and present business cases, investment recommendations, and performance updates to senior leaders.
• Lead and mentor managers and team leads to build a high-performing, customer-focused organization.
• Build partnerships with customers, senior leaders, internal teams, and external stakeholders.

Skills

Strategic Leadership

Customer Experience Leadership

IT Portfolio Management

Financial and Business Acumen

Data Analysis and Performance

Executive Communication

Stakeholder Management

People Leadership

Strategic Decision-Making

Change Leadership

Job description

Join the Defense Information Systems Agency (DISA), where we deliver the secure IT and communications capabilities that keep our Nation’s Warfighters and senior leaders connected anytime, anywhere. Within Hosting and Compute (J9), our mission is to develop and deliver flexible, scalable, and secure hybrid cloud solutions and professional services to enable technological superiority to the Department of War.

Position Overview:

• Lead a portfolio of customer-facing technology and service capabilities to maximize mission value, customer outcomes, and return on investment.
• Establish the customer experience strategy, priorities, and performance measures in alignment with organizational goals.
• Direct the planning, budgeting, and allocation of resources across the portfolio to improve performance and manage risk.
• Define and monitor key performance indicators, including customer satisfaction, service adoption, retention, cost, and portfolio value.
• Use data, dashboards, and trend analysis to identify issues, assess performance, and recommend improvements.
• Develop and present clear business cases, investment recommendations, and performance updates to senior leaders.
• Lead, mentor, and evaluate managers and team leads; set expectations and build a high-performing, customer-focused organization.
• Build partnerships with customers, senior leaders, internal teams, and external stakeholders to advance shared priorities.
• Align cross-functional teams on customer needs, delivery priorities, resources, and implementation plans.
• Resolve operational conflicts, competing priorities, and resource constraints that could affect service delivery or customer outcomes.

Salary: $126,384 to $164,301 per year (Listed salary reflects base pay. Final compensation will be adjusted according to the locality rate for the selected candidate’s duty location. TLMS is not authorized for this position.)

Location: Hiring location to be any of the J9 CONUS locations: Montgomery, AL; Chambersburg, PA; Mechanicsburg, PA; Oklahoma City, OK; Ogden, UT; San Antonio, TX; Denver, CO; Columbus, OH; Ft Meade, MD; Crystal City, VA.

Major Duties:

• Lead a portfolio of customer-facing technology and service capabilities to maximize mission value, customer outcomes, and return on investment.
• Establish the customer experience strategy, priorities, and performance measures in alignment with organizational goals.
• Direct the planning, budgeting, and allocation of resources across the portfolio to improve performance and manage risk.
• Define and monitor key performance indicators, including customer satisfaction, service adoption, retention, cost, and portfolio value.
• Use data, dashboards, and trend analysis to identify issues, assess performance, and recommend improvements.
• Develop and present clear business cases, investment recommendations, and performance updates to senior leaders.
• Lead, mentor, and evaluate managers and team leads; set expectations and build a high-performing, customer-focused organization.
• Build partnerships with customers, senior leaders, internal teams, and external stakeholders to advance shared priorities.
• Align cross-functional teams on customer needs, delivery priorities, resources, and implementation plans.
• Resolve operational conflicts, competing priorities, and resource constraints that could affect service delivery or customer outcomes.

Key Skills

• Strategic Leadership — Ability to set a clear customer experience vision, establish priorities, and translate strategy into measurable results.
• Customer Experience Leadership — Deep understanding of customer-focused service delivery, customer satisfaction, adoption, retention, and service improvement.
• IT Portfolio Management — Ability to manage a portfolio of technology investments across the full lifecycle while balancing value, cost, risk, and customer needs.
• Financial and Business Acumen — Skill in managing budgets, evaluating return on investment, and making sound resource-allocation decisions.
• Data Analysis and Performance Management — Ability to define meaningful performance measures, interpret complex data, and use dashboards to drive decisions.
• Executive Communication and Data Storytelling — Ability to turn data and technical information into clear business cases, recommendations, briefings, and presentations for senior leaders.
• Stakeholder Management and Influence — Ability to build coalitions, gain support, negotiate priorities, and lead across organizational boundaries.
• People Leadership and Talent Development — Ability to lead, mentor, evaluate, and develop managers and multidisciplinary teams.
• Strategic Decision-Making and Problem Solving — Sound judgment in resolving complex, high-impact issues involving competing priorities, resources, risks, and customer outcomes.
• Change Leadership and Innovation — Ability to build new services or organizations, lead transformation.

Conditions of Employment:

• Must be a U.S. Citizen.
• This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
• Incumbent is required to submit a Financial Disclosure Statement, OGE-450.
• This is a drug testing designated position
• Incumbent is required to travel away from their normal duty station to other locations within the continental United States (CONUS) and/or other locations outside the continental United States (OCONUS) up to 30 percent of the time.

Security Clearance:

Must be able to obtain and maintain a Top Secret/SCI.

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.